enabling the next generation airport at dxb
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© Amor Group 2010
Enabling the Real Time Airport at Dubai International
Mazhar Butt, Head of Service Delivery, Dubai Airports
Martin Bowman, Sector Director, Amor Group
Agenda
• Introduction to DA and Amor• Real Time Airport vision• Business case for real time service monitoring• Real Time Management principles• Real Time Monitoring technology overview• DA Service Delivery Measurement project• Future Real Time Airport developments• Conclusion
Amor Group Overview
• Public Services, Transport and Energy• Global clients• 500 + employees• Locations UK (6), Houston TX and Dubai• World leading experts on technology solutions for real
time airport monitoring
Scotland’s Largest Independent Business Technology Company
Our Customers
DA and Amor’s Shared Vision
Why Real Time Service Measurement?
• Manual PAX survey process is inaccurate and open to human error
• Poorly managed queues creating negative perception of airport
• Lack of analytical information on PAX flow around the airport impacting tactical and strategic planning
• Increased times in queues means less time available for airside retail spend
• Failure to meet airline or regulatory SLAs on queue wait times e.g. short transfer time
Decreased wait time = increased revenue
‘’every minute a passenger spends queuing can, on average, cost an airport approximately €0.70 in revenue’’
Real Time Service MANAGEMENT
• Before we look at MEASUREMENT• We must consider MANAGEMENT
Real Time MANAGEMENT
• We need to MEASURE what we can MANAGE– UNDERSTAND the business drivers at each
location (pinchpoint)– IDENTIFY how to react to pinchpoints– CONSIDER inter-relationships between
pinchpoints, KPIs and measurements
Requirements to Measure Service Delivery
• To measure the service delivery we need technology solutions that can– Count People/Passengers– Cumulative Count People/Passengers– Track Passenger Journey– Measure Passenger Process Time– Measure Passenger Dwell Time– Count Vehicles– Track Vehicle Journey– Track Trolleys– Predict Passenger Demand
• Combine different measurements to derive Service Delivery Measurements
Basic Measurements/KPIs Per Pinchpoint
• Queue Time• Length of Queue (Number in Queue)• Process (Transaction) Time• Flowrate/Area Capacity
Although not all measurements are as important as others!
Length of Queue is very dependant on Flowrate
Many KPIs are often broken when queue length is low
AND flowrate is poorSituations like this do not always alert management
Service Delivery ALERTING
• Simple KPI alarm thresholds insufficient• Alarm management must be able to
– Monitor “Normal” operations– Detect “Failing” operations– Provide e-mail/SMS alerts– Provide additional “Decision Support” information
• What demand to expect• Other terminal influences
• Alarm Management must– Help identify the failure point– Not “Overload” managers with alerts
Real Time Monitoring Technologies
• No single solution exists that can satisfy all airport requirements
• Airports must consider a measurement ecosystem based on their own passenger dynamics
• In many cases external systems can be very valuable
Current Technologies
• Bluetooth mobile device tracking• Video analytics• Thermal image counting• Infra-red beam break• External systems
External Systems Examples
• Car Park Management• RFID Vehicle Tracking• Check-in Systems• Trolley RFID• Immigration Egates• Iris Scan (arriving
passengers)• Archway Metal Detectors
• Boarding Gate Systems• Baggage Handling
System• Building Management
System• AOS Systems• Met System• X-Ray Machines
© Amor Group 2010
DA Service Delivery Overview
DA Service Delivery Management overview
105 Different Pinchpoints
406 Individual KPIs
DA business drivers
• Service Development– Establishing and monitor airport wide service levels– Drive an increase in ACI scoring
• Strategy– Increased analytical data on passengers flows– Feed data into Terminal Simulation tools
• Terminal Operations– Real time information on passenger process
bottlenecks– Enhance tactical resource deployment
DA Solution Overview
Master Planning and Performance Analysis
Historical Reporting
Visualisation and Dashboarding
Airport Operational
SystemsService Delivery Measurement Data Warehouse
Airport Operational
Forecasts
Sensor Measurement Management and Data Integration Layer
Sensor Adaptor
Sensor Adaptor
Sensor Adaptor
Sensor Adaptor
Sensor Adaptor
Sensor Adaptor
Sensor Adaptor
Sensor Adaptor
Sensor Adaptor
Sensor Adaptor
External Systems
Third PartyStakeholdersThird Party
Stakeholders
JCR/AOCCOperationsJCR/AOCCOperations
Terminal OperationalManagement
Terminal OperationalManagement
ServiceDevelopment
ServiceDevelopment
MobileUsers
MobileUsers
External Systems(eg Resource Planning
and Management)
External Systems(eg Resource Planning
and Management)
DA StrategyDA Strategy
Extended Users(eg DA Web Site,Salik Web Site)
Extended Users(eg DA Web Site,Salik Web Site)
Real Time Service Feeds
PAX Process Overview Dashboard
Multiple Terminal View
T3 PAX Demand Forecast
Drill Down Detail
Real Time Workforce via Mobile Devices
Future Real Time Monitoring Solutions
• Ability to discretely track WIFI signals on smartphones– Embedded within Bluetooth measurement system– Proof of concept due to commence at two major
European airports
• Human Recognition Systems– Long distance Iris scanning– Conceptually sound – Technology in pilot phase at LGW– Adoption likely to increase in 2012
Conclusion
• The Real Time Airport of tomorrow can be achieved today
• A range of technology solutions exist today that can add immediate value to your airport operations
• Dubai Airport is leading the world in its holistic approach to Real Time Monitoring
• The Real Time Airport principles shall be extended as a key enabler in DA’s growth strategy
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